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23-25 April, 2018
United States

Vinod Varma

VP Customer Experience & Product Strategy
American Express Global Business Travel
Vinod is responsible for leading customer experience transformation for GBT. In this role he is responsible for redesigning the traveler experience, leading a team of service designers who are applying Design Thinking methodology to create a human centered service transformation effort. As part of this responsibility he is leading the design, development and deployment of human and technology driven services for GBT customers. He is leading the development of customer experience strategy which includes developing the servicing model, organizational capability, integration of product and technology solutions and processes. Vinod is very passionate about making Customer Experience transformation a big part of business transformation in GBT. Vinod has a background in Operations, Commercial and Transformation roles through multiple roles in the Travel and Payments industry. Over the last two years Vinod has led the creation of new services including, enhanced personalization, proactive traveler service, 24 x 7 multi channel customer service and an integrated service offer for the middle market customer segment. In the most recent role he has led the launch of award winning services called FIRST and Proactive Traveler Care. FIRST is an integrated travel service for road warriors and Proactive traveler care is a proactive disruption support service to business travelers. In prior roles, Vinod has led global teams in Operations, Client Management, Sales, Advisory service teams in the Travel and Payments business. He has run global shared service operations including Financial operations for Business Travel. He has deep expertise in managing customer programs and developing solutions for large and complex global clients in the T&E industry. In the payments industry Vinod has been involved in helping clients reduce their Travel and other Indirect spending using procurement cards, virtual payments and buyer initiated payment solutions. He also has extensive background in financial services including retail and commercial banking with Standard Chartered Bank and Bank of America.


1:30 PM DESIGN CIRCUIT: Master Each Step of the Design Thinking Process

Attendees will experience a lively and informative exercise, as they rotate through each of the five Design Thinking steps every thirty minutes during the course of the afternoon. Participants will talk through their unique challenges and walk away armed with solutions for each step.
 
There is no better way to sharpen your design thinking capabilities than by practice, repetition and exchanging ideas with peers, making these small group collaborations ideal for beginners who have more questions and want to further solidify their newfound knowledge. Advanced practitioners benefit by bench-marking across companies and refining existing skills.  

Hosted by: Matt Iliffe, Partner, Beyond
                   Jarrod Tredway, Client Strategist, Beyond
 
TABLE 1: EMPATHIZE
Take a walk in the user’s shoes.  Fully understand the perspective of your user or customer.
Led by: Jennifer McLennan, Senior Director Design & Development, Marriott              
             Alli Beane, Senior Director Design & Development, Marriott
             Harlan Kennedy, Founder,Director of Strategy, Orange
             Peter Antonelli, Design Director, Orange
 
TABLE 2: DEFINE
Based on your empathy work, culminate the findings to determine the focus of your design.
Led by: Janice Cho, Chief Design Officer, DevMynd
             JC Grubbs, Founder, CEO, DevMynd
             Adam Seigel, Head of Product, Amazon
 
TABLE 3: iDEATE
Generate a large pool of various possible solutions, exploring beyond the obvious.
Led by: Vinod Varma, VP Customer Experience & Product Strategy, American Express Global Business Travel
             Raksa Oud, Senior Director, Digital Channel Experience, American Express Global Business Travel
             Teresa Brazen, Senior Director of Professional Education, DesignIt
 
TABLE 4: PROTOTYPE
Transform intangible ideas into a physical form in which you and your peers can interact.
Led by: Danielle Galmore, Director New Business Innovation, Steelcase
             Justin Daab, Principal, President, Magnani
 
TABLE 5: TEST
Try out refined prototypes, garner feedback from your users, refine your perspective.
Led by: Lindsay Kenzig, Lead Design and User Experience Researcher, eBay

3:45 PM DESIGN CIRCUIT Master Each Step of the Design Thinking Process (continued)

Hosted by: Matt Iliffe, Partner, Beyond
                   Jarrod Tredway, Client Strategist, Beyond
 
TABLE 1: EMPATHIZE
Take a walk in the user’s shoes.  Fully understand the perspective of your user or customer.
Led by: Jennifer McLennan, Senior Director Design & Development, Marriott              
             Alli Beane, Senior Director Design & Development, Marriott
             Harlan Kennedy, Founder,Director of Strategy, Orange
             Peter Antonelli, Design Director, Orange
 
TABLE 2: DEFINE
Based on your empathy work, culminate the findings to determine the focus of your design.
Led by: Janice Cho, Chief Design Officer, DevMynd
             JC Grubbs, Founder, CEO, DevMynd
             Adam Seigel, Head of Product, Amazon
 
TABLE 3: iDEATE
Generate a large pool of various possible solutions, exploring beyond the obvious.
Led by: Vinod Varma, VP Customer Experience & Product Strategy, American Express Global Business Travel
             Raksa Oud, Senior Director, Digital Channel Experience, American Express Global Business Travel
             Teresa Brazen, Senior Director of Professional Education, DesignIt
 
TABLE 4: PROTOTYPE
Transform intangible ideas into a physical form in which you and your peers can interact.
Led by: Danielle Galmore, Director New Business Innovation, Steelcase
             Justin Daab, Principal, President, Magnani
 
TABLE 5: TEST
Try out refined prototypes, garner feedback from your users, refine your perspective.
Led by: Lindsay Kenzig, Lead Design and User Experience Researcher, eBay


Check out the incredible speaker line-up to see who will be joining Vinod.

Download The Latest Agenda